IDEAS home Printed from https://ideas.repec.org/a/pal/palcom/v11y2024i1d10.1057_s41599-024-03234-8.html
   My bibliography  Save this article

Exploration of a method for insight into accessibility design flaws based on touch dynamics

Author

Listed:
  • Junyi Lu

    (Jiangnan University)

  • Yuan Liu

    (Jiangnan University)

  • Song Shen

    (Jiangnan University)

  • Hui Ren

    (Jiangnan University)

Abstract

The widespread use of smartphones implies that intelligent systems must address the negative emotions experienced by a diverse user group when encountering usability difficulties. Therefore, exploring the relationship between users’ emotions and operational behaviors is crucial for further enhancing the accessibility of intelligent systems. Touch dynamics, as a method of dynamic touch data monitoring, has already provided many models for emotion recognition, which are beneficial in gaining insight into users’ accessibility needs for smartphones and exploring intelligent solutions to design issues. This paper validates this aspect through interviews and experimental studies. The study first conducted an open-ended interview, and then used a touch behavior experiment with emotional labels and a questionnaire to validate the association between accessibility design flaws in intelligent systems and user emotions. The interview results show that middle-aged and older smartphone users have difficulty activating accessibility tools independently. Consequently, this paper establishes a dataset for emotion classification based on touch gesture data, which is used to gain insight into implicit difficulties in the interaction process through negative emotions. From a touch experiment and questionnaire survey of 57 sample users, there is approximately a 78.57% match between the accessibility needs of intelligent systems and users’ negative emotions, with interaction fluency and interface cognition being the main reasons for this phenomenon. Therefore, touch dynamics, as a non-invasive method of emotion recognition, can use negative emotional feedback to gain insights into user needs that are difficult to detect by other methods. This has application value for enhancing users’ emotional experience and promoting a transformation in interaction design thinking.

Suggested Citation

  • Junyi Lu & Yuan Liu & Song Shen & Hui Ren, 2024. "Exploration of a method for insight into accessibility design flaws based on touch dynamics," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
  • Handle: RePEc:pal:palcom:v:11:y:2024:i:1:d:10.1057_s41599-024-03234-8
    DOI: 10.1057/s41599-024-03234-8
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41599-024-03234-8
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1057/s41599-024-03234-8?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Ou, Yi-Chun & Verhoef, Peter C., 2017. "The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers," Journal of Business Research, Elsevier, vol. 80(C), pages 106-115.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yeneneh Tamirat Negash & Massoud Moslehpour & Pei-Kuan Lin & Shao-Chun Chiu & Yung-Yen Liu, 2021. "Mapping Generation Y Tourists’ E-Loyalty: A Sustainable Framework through Hierarchical Structure and Fuzzy Set Theory," Sustainability, MDPI, vol. 13(9), pages 1-22, April.
    2. Rambabu Lavuri & Umair Akram & Zubair Akram, 2023. "RETRACTED: Exploring the sustainable consumption behavior in emerging countries: The role of pro‐environmental self‐identity, attitude, and environmental protection emotion," Business Strategy and the Environment, Wiley Blackwell, vol. 32(8), pages 5174-5186, December.
    3. Rather, Raouf Ahmad & Hollebeek, Linda D., 2021. "Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    4. Rui Chen & Haolan Yan, 2023. "Effects of Knowledge Anxiety and Cognitive Processing Bias on Brand Avoidance during COVID-19: The Mediating Role of Attachment Anxiety and Herd Mentality," Sustainability, MDPI, vol. 15(8), pages 1-20, April.
    5. Cheng, Zhendong & Fan, Wenfang & Shao, Bingjia & Jia, Wenli & Zhang, Yong, 2024. "The impact of intelligent customer service agents’ initial response on consumers’ continuous interaction intention," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    6. Dibb, Sally & Merendino, Alessandro & Aslam, Hussan & Appleyard, Lindsey & Brambley, William, 2021. "Whose rationality? Muddling through the messy emotional reality of financial decision-making," Journal of Business Research, Elsevier, vol. 131(C), pages 826-838.
    7. Untung Rahardja & Claudia Teresa Sigalingging & Panca O. Hadi Putra & Achmad Nizar Hidayanto & Kongkiti Phusavat, 2023. "The Impact of Mobile Payment Application Design and Performance Attributes on Consumer Emotions and Continuance Intention," SAGE Open, , vol. 13(1), pages 21582440231, March.
    8. Paramita, Widya & Chan Nhu, Huynh Ba & Ngo, Liem Viet & Minh Tran, Quan Ha & Gregory, Gary, 2021. "Brand experience and consumers' social interactive engagement with brand page: An integrated-marketing perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    9. Huifeng Pan & Hong-Youl Ha, 2021. "An Empirical Test of Brand Love and Brand Loyalty for Restaurants during the COVID-19 Era: A Moderated Moderation Approach," Sustainability, MDPI, vol. 13(17), pages 1-18, September.
    10. Silva, Joaquim & Sá, Elisabete Sampaio & Escadas, Marco & Carvalho, Joana, 2021. "The influence of ambient scent on the passengers’ experience, emotions and behavioral intentions: An experimental study in a Public Bus service," Transport Policy, Elsevier, vol. 106(C), pages 88-98.
    11. Dalilis Escobar Rivera & Marti Casadesús Fa & Paulo Alexandre Costa Araújo Sampaio & Alexandra Simon Villar, 2019. "Exploring the Role of Service Delivery in Remarkable Tourism Experiences," Sustainability, MDPI, vol. 11(5), pages 1-19, March.
    12. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
    13. Stadler Blank, Ashley & Loveland, Katherine E. & Houghton, David M., 2021. "Game changing innovation or bad beat? How sports betting can reduce fan engagement," Journal of Business Research, Elsevier, vol. 134(C), pages 365-374.
    14. Niros, Meletios & Giannakis, Damian & Niros, Angelica, 2022. "Digital marketing effects on customer repurchase intentions following the pandemic. A strategic marketing analysis of customer equity dimensions," MPRA Paper 114331, University Library of Munich, Germany.
    15. Tyrväinen, Olli & Karjaluoto, Heikki & Saarijärvi, Hannu, 2020. "Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    16. Pekovic, Sanja & Rolland, Sylvie, 2020. "Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    17. Nguyen, Nguyen-Hong & Nguyen, Luan-Thanh, 2023. "The impact of online shopping motivation on customer loyalty in Mobile Applications," MPRA Paper 119657, University Library of Munich, Germany, revised 02 Jan 2024.
    18. Mehdi Khademi Gerashi & Farbod Fakhreddin, 2021. "Influence of emotions on purchase loyalty among child consumers: the moderating role of family communication patterns," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(4), pages 298-310, December.
    19. Anne-Madeleine Kranzbühler & Alfred Zerres & Mirella H. P. Kleijnen & Peeter W. J. Verlegh, 2020. "Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 478-498, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palcom:v:11:y:2024:i:1:d:10.1057_s41599-024-03234-8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: https://www.nature.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.